Approvals: the agent proposes, a person decides

Some actions are too important to leave to the agent, such as refunding a charge. Serene Resolve lets the agent propose them instead of doing them.

How an approval works

• The agent explains what it wants to do and why, and leaves a note for your team.
• The customer is told the request is waiting for a person.
• The ticket waits On hold until someone decides.
• Only someone whose role allows approvals can decide. The agent can’t approve its own request.

Yes, no, or no answer

If the request is approved, the action runs exactly once, even if something is retried, and the agent finishes the conversation. If it is turned down, the action never runs and the ticket goes to a person. If nobody answers in time, the request runs out and the ticket goes to a person.

Every approval is recorded with who decided and when, next to the agent’s reasons.